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18 Cards in this Set
- Front
- Back
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critical to quality
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attributes most important to the customer
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defect
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failing to deliver what the customer wants
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process capability
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what you process can deliver
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variation
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what customer sees and feels
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stable operations
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ensuring consistent, predictable processes to improve what the customer sees and feels
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design for six sigma
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designing to meet customer needs and process capability
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total quality management
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managing the entire organization so that it excels on all dimensions of products and services that are important to the customer
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two fundamental operational goals
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1. Careful design of the product or service
2. Ensuring that the organization's systems can consistently produce the design |
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design quality
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inherent value of the produce in the marketplace
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conformance quality
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degree to which the product or service design specifications are met
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quality at the source
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the person who does the work takes responsibility for making sure it meets specifications
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six dimensions of design quality
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performance: primary product/service characteristics
features: added touches, bells, and whistles reliability/durability: consistency of performance over time serviceability: ease of repair aesthetics: sensory characteristics perceived quality: past performance and reputation |
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Four costs of quality
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appraisal cost
prevention cost internal failure cost external failure cost |
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three basic cost assumptions
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failures are caused
prevention is cheaper performance can be measured |
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Six Sigma Quality
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philosophy and methods used to eliminate defects
seeks to reduce variation in the processes and continual improvement in all aspects of operations one metric is defects per million opportunities |
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six sigma methedology
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Define: identify customers (and their priorities), a project, and critical to customer characteristics
Measure: determine how to measure the process and identify key internal processes Analyze: determine most likely causes of defects and understand why key defects are generated Improve: identify means to remove causes of defects, confirm the key variables, identify the maximum acceptance ranges, and modify process to stay w/in acceptable range Control: determine how to maintain improvements and put tools in place to track key variables |
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seven analytical tools for six sigma
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1. flow charts
2. run charts 3. Pareto charts 4. checksheets 5. cause-and-effect diagrams 6. opportunity flow diagrams 7. control charts |
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Four Six Sigma Roles and Responsibilities
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1. Executive leaders must champion the process of improvement
2. Corporation-wide training in Six Sigma concepts and tools 3. Setting stretch objectives for improvement 4. Continuous reinforcement and rewards |
